A place to ask questions, connect with others, and stay in the know
Hi Everyone,In our environment our agents are only using the PureCloud web based client for WebRTC calls. Unfortunately, we are having from time to time problems with agents not being able to pick up calls. This does not affect every call center agent at the same time, it is random. That notwithstanding as far as ITIL is concern, this is a disruption of service, thus it will be considered an incident. This is a known error and the work around which we have been applying (With the instructions from Genesys ) is to clear the cache, log out our PureCloud, log back in, if this does not work, completely restart the computer.
I was thinking if we move over to PureCloud Desktop client, this issue might be resolved once and for all. The system might be stable like the interactive desktop used in PureConnect.
Now the concern of some managers is with the problems related to using the Desktop Client App. The desktop app will require periodic update, as well as there are issues of interoperability and compatibility with windows. For those who are presently using the desktop app, or think that this imight be worth considering, could you provide any supporting argument I could use in other to move forward with the desktop app ?Regards
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.